Senior Delivery Manager – Customer Experience & AI‑Driven Contact Center & Endpoint Management Solutions

About brighthush

brighthush is a leading technology solutions provider that empowers businesses, government agencies, educational institutions, and healthcare organizations to unlock the full potential of digital transformation. With a reputation for innovation, integrity, and impact, brighthush delivers end‑to‑end solutions that drive measurable outcomes and create lasting value for our clients. We are not just a vendor; we are a trusted partner who listens, collaborates, and delivers results that matter.

Role Overview

As a Senior Delivery Manager – Customer Experience & AI‑Driven Contact Center & Endpoint Management Solutions, you will spearhead the delivery of professional services across a dynamic region, ensuring that every engagement delivers exceptional client outcomes, operational excellence, and financial success. You will partner closely with Sales, Solution Architects, Services teams, and executive stakeholders to orchestrate seamless project execution, cultivate strong partner relationships, and champion brighthush’s vision of becoming an AI‑fluent organization.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end delivery lifecycle for large‑scale, enterprise‑class technical solutions, from scoping and planning to implementation and support.
• Cross‑Functional Collaboration: Work hand‑in‑hand with Sales, Solution Architects, Services, and regional leaders to align delivery plans with business objectives and client expectations.
• Partner Ecosystem Management: Build and nurture relationships with technology partners, account managers, regional managers, architects, and engineers to expand service capabilities and ensure service excellence.
• Financial Stewardship: Drive profitability by managing utilization, forecasting revenue, and optimizing resource allocation while maintaining high service quality.
• Team Development: Coach and mentor a high‑performing delivery team, fostering professional growth, technical proficiency, and a culture of continuous improvement.
• Escalation Management: Serve as the primary escalation point for client issues, project risks, and performance concerns, ensuring timely resolution and client satisfaction.
• Trusted Partner Network: Expand and maintain a trusted partner network to augment engineering capacity and deliver specialized expertise.
• Client Engagement: Participate in sales calls, service estimates, and strategic planning sessions with executive‑level stakeholders to shape solution roadmaps and secure new business.
• AI Fluency Advocacy: Champion AI adoption across delivery teams, guiding the integration of AI tools into project workflows, and fostering a culture of experimentation and responsible AI use.
• Continuous Improvement: Capture lessons learned, apply best practices, and adapt to emerging technologies to keep brighthush at the forefront of industry innovation.

Essential Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• 7+ years of experience delivering large‑scale, enterprise‑class technical solutions, including planning, development, implementation, and support.
• At least 1 year of managerial experience overseeing cross‑functional delivery teams.
• Strong written, verbal, and presentation skills with the ability to articulate technology recommendations from a business perspective.
• Proven track record of building relationships across levels, functions, cultures, and geographies.
• Demonstrated ability to resolve client, project, and personnel challenges effectively.
• Excellent prioritization and multitasking skills in fast‑paced environments.
• Experience developing long‑range project plans and schedules for complex initiatives.
• Valid U.S. driver’s license and willingness to travel to client or partner locations as needed.

Preferred Qualifications

• 11+ years of experience delivering enterprise‑class technical solutions with 1+ year of managerial experience.
• Experience with ecosystem partners such as Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad.
• Strong understanding of AI technologies and their application to customer experience and contact center operations.
• Experience in a billable role with a focus on strategic project oversight, customer design, or strategy reviews.
• Demonstrated ability to apply lessons learned and adapt to new technologies.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Project & Program Management (Agile & Waterfall)
• Financial Acumen & Profitability Management
• Stakeholder Management & Executive Communication
• Team Coaching & Talent Development
• Risk Management & Issue Resolution
• Change Management & Adaptability
• AI Fluency & Responsible AI Advocacy
• Customer‑Centric Mindset & Service Excellence

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Structured leadership development programs that refine your strategic, operational, and people‑management skills.
• Certification pathways in project management (PMP, PRINCE2), cloud platforms (AWS, Azure, Google Cloud), and AI technologies.
• Mentorship from senior leaders who share their experience and insights.
• Cross‑functional projects that broaden your exposure to new industries and technologies.
• Opportunities to lead high‑impact initiatives that shape brighthush’s service portfolio and market positioning.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, curiosity, and continuous learning. We treat each other as coworkers, not just employees, fostering an environment where ideas are shared openly and every voice is heard. Our core values—trust, candid communication, teamwork, and a relentless focus on customer success—guide everything we do. We celebrate diversity, champion inclusion, and encourage every team member to bring their authentic self to work.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, skills, and the value you bring to brighthush:

• Base Salary: $121,450 – $170,010 (dependent on experience and skill set)
• Annual Bonus: Target of 25% of base salary, subject to plan terms and performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including mental health resources.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, holidays, and sick leave.
• Professional Development: Reimbursement for certifications, conferences, and training.
• Remote Flexibility: Hybrid work model with flexible scheduling.
• Employee Assistance Program: 24/7 support for personal and professional challenges.
• Equity & Stock Options: Potential for equity participation in select roles.

AI‑Fluent Organization Commitment

brighthush is committed to becoming an AI‑fluent organization. As a leader, you will champion curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don’t need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision‑making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.

Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where all employees feel respected, supported, and empowered to contribute. We encourage applicants from all backgrounds to apply.

How to Apply

Ready to make an impact? Submit your application through our careers portal or click the link below. We look forward to exploring how your expertise can help us deliver amazing results for our clients and communities.